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Message Taking

Message taking helps your business capture caller details instead of losing the call.

When The AI Takes A Message​

The AI can take a message when:

  • the answer is missing from approved knowledge
  • transfer is unavailable
  • the caller wants a callback
  • your fallback behavior is Take message
  • a knowledge card behavior is Take message
  • your business is closed and you prefer follow-up

What A Good Message Captures​

A useful message should include:

  • caller name
  • caller phone number
  • reason for calling
  • urgency
  • requested service or appointment type
  • preferred follow-up time when available

Common Message Types​

AI Receptionist can capture general messages, appointment requests, leads, and support-style requests. Your dashboard and notifications may group these based on the call outcome.

Best Practices​

  • Keep approved knowledge clear so the AI knows when to answer and when to take a message.
  • Add custom instructions for what details your team needs.
  • Review messages daily.
  • Use call history to find repeated questions that should become FAQ cards.